Associate Technical Support Engineer - Federal

Role overview Provide first-line technical support to enterprise customers using security products in established environments. You will triage incoming cases, resolve common issues, and keep customers informed while maintaining ownership when more complex problems need additional support. The role is remote across the Americas and contributes to protecting critical infrastructure.

Responsibilities - Respond to support requests through email, chat, phone, and ticketing, communicating clearly throughout each case. - Assess issue severity and impact, then troubleshoot routine problems using documented fixes and prior case knowledge. - Use AI tools to help draft responses, summarize case histories, or find relevant information, while checking the results and owning the resolution. - Escalate complex issues to more experienced support teams while retaining case context and helping drive resolution. - Record system details, error messages, and troubleshooting steps so others can follow the case. - Assist with routine upgrades, patches, and configuration changes, and contribute peer-reviewed guidance to the knowledge base. - Join a weekend on-call rotation, approximately one weekend per month.

Requirements - U.S. citizenship. - One to three years of experience in technical support, IT, or a customer-facing technical role, or equivalent demonstrated ability. - Clear, calm communication with technical and non-technical customers, and the ability to explain technical issues professionally. - Methodical troubleshooting and problem-solving skills, with a sense of ownership and a willingness to learn. - Familiarity with the Linux command line and basic networking concepts, or the ability and motivation to learn them quickly. - Comfort using AI tools while verifying their output and taking responsibility for the work.

Benefits and work setup The listing states a $68,000 salary, an equity package, and a comprehensive benefits plan. The role is remote across the Americas.